Senior Application Support Engineer

We believe that businesses of all sizes deserve better financial and payment products and services. Traditionally, businesses are let down by slow applications, protracted onboarding, opaque pricing, restrictive contracts and outdated solutions that no longer meet the innovative requirements of modern business. We started our journey four years ago and have since helped tens of thousands of Australian businesses reduce the complexity and time taken to take and make payments, manage complex fleets of payment hardware, store and save money, and lead the conversation in business-to-business fintech. We’re now expanding our industry and world-leading capabilities into the United Kingdom.

Our company is backed by leading global VCs and brings together experienced payment and tech industry professionals who are aiming to redefine business banking and the way businesses get paid by their customers. If you are passionate, curious, hungry and seeking an opportunity to make your mark on Fintech in the United Kingdom, with the strength of a global team behind you, we’d love to talk to you. This is a unique opportunity to shape, direct and build better financial services for all UK businesses.

As a Senior Application Support Engineer, you will be a leading member of the team that shapes and owns Zeller’s commitment to excellent and highly available service delivery.

What you’ll be doing:

• Be a primary point of contact for escalated product issues from Zeller’s account management and customer success teams.
• Own and orchestrate the triage, investigation and resolution of complex technical issues, driving the pace of resolution and communicating well-thought-out and reliable direction.
• Deliver projects that improve the service delivery of Zeller’s Application Support team.
• Work closely with Development, QA and Product Teams to find short and long-term solutions to issues that affect customer experience.
• Be an expert in the products and workflows you support and promote and share that knowledge with our partner teams.
• Using your technical expertise, participate in application monitoring using logs, data stores, internal tools and dashboards.
• Support engineering deployments to our backend systems.
• Be a part of our incident response team, responding to alerts and bearing some on-call responsibilities.

What skills and experience we are looking for:

• Experience in software companies with a customer-facing product is highly valued.
• The ability to manage multiple, competing tasks & priorities with ease in a fast-moving environment while maintaining a high level of attention to detail.
• A strong technical background with experience in advanced troubleshooting, analysis and data skills, including familiarity with AWS services (or similar), an active SQL skill set, experience with release management toolset and service reporting tools (Datadog or similar).
• Automation mindset with the view to improve existing processes/procedures using available automation tools wherever possible.
• Strong documentation and knowledge sharing skills.
• Excellent communication skills and the ability to build strong partnerships with engineering, QA, and customer-facing teams.
• Demonstrated experience participating in change management and incident response processes.
• Payments experience is highly valued but not required.
• Excitement and drive to work in a product company that delivers mission-critical financial services.

The tools Zeller uses to get the work done:

• Familiarity with Hubspot as our principal CRM and where we track our support tickets.
• Use of Jira in conjunction with our engineering teams.
• Support for systems running in browsers, mobile applications (Android/iOS), and payment terminals.
• Backend systems using AWS, principally written in Typescript on a lambda, Postgres, DynamoDB stack and using an event-driven architecture.
• Monitoring products using tools and dashboards in products like Datadog, Sentry and Segment/Mixpanel.
• Integration of Zeller’s payment services with many third parties, particularly point of sale systems.
• Familiarity with POS or managing issues with third-party partners is valued.
• Use of automation tools either built-in (JIRA/Hubspot/Slack) or standalone (Zapier).

Like the rest of the team, you’ll benefit from:

• An opportunity to shape and build the future of Zeller from the ground up in the UK.
• A competitive salary package, including equity from an early stage.
• A balanced, progressive, and supportive work environment.
• Endless learning and development opportunities.
• Excellent parental leave and other leave entitlements.
• Being part of a fast-growing and ambitious scale-up.

At Zeller, we celebrate diverse perspectives and experiences, and strongly encourage people of all backgrounds and identities to apply to join our team. We want you to be able to show up at your best during the recruitment process. Please, let us know if you require any accommodations during your interview process with us.